Customer Management Services (CMS) utilizes a three-tiered customer relationship and management process to determine the satisfaction of Soldiers, Family Members, Retirees, Veterans, and Civilians who live, work, train, and play on Fort Bliss.  the continuous feedback comes form multiple sources such as 24-hour on line comment submission, annual customer service assessments and through community forums in partnership with the Army Family Action Plan. 

The analysis of this feedback enables the garrison to focus on specific corrective actions that may include improved customer service training, Lean Six Sigma initiatives, or redistribution of resourcing.  At the Installation management Command level, the system provided an Army-wide measure of organizational performance.

The ULTIMATE OUTCOME:  To improve performance, readiness, recruiting, and work-life balance.

The program is administered by the Garrison Customer Service Officer (CSO), working from the Plans, Analysis and Integration Office.